Job Information

Amazon Senior Escalations Analyst, Commerce Platform in Seattle, Washington


The AWS Commerce Platform - Escalations Team is looking for a Senior Escalations Analyst to join our team in Seattle, WA or New York, NY.

AWS Commerce Platform enables customers to purchase products and services and provides tools for customers to interactively understand their bills. As the nexus of AWS services and end-customers, we work closely across all AWS teams to ensure that we offer a great customer experience. The Escalations Team is dedicated to managing critical escalations, facilitating customer and leadership communications, and handling large-scale customer impacting events. We are the single-threaded owners that are persistent on finding a solution while providing reporting and transparency. Our team partners with teams across AWS to develop process improvements to improve the customer experience.

We are in need of a collaborative, adaptable, and results-driven analyst to help solve escalations. We’re looking for a self-starter who’s passionate about innovating operational processes and providing an exceptional experience for both internal and external customers.

Key job responsibilities

  • Manage escalations from issue identification to resolution, while engaging with stakeholders to operationalize actions

  • Proactively identify operational and system improvements and partner with teams to ensure implementation

  • Provide quality write-ups and status reports to executive leadership on escalations and process improvements

  • Retrieve and analyze data using Excel, SQL, and other data management/BI systems

  • Meet with internal and external customers to present findings and align on action plans

We are open to hiring candidates to work out of one of the following locations:

New York, NY, USA | Seattle, WA, USA

Basic Qualifications

  • Bachelor's degree in Business Administration, Finance, Economics, Computer Science, Engineering, or related field

  • Experience using Microsoft Excel to manipulate and analyze data

Preferred Qualifications

  • 5+ years of finance, business management and sales operations experience

  • Working knowledge of LEAN and SIX SIGMA methodologies

  • Excellent written and verbal communication skills with the ability to comfortably and confidently present to all levels

  • Strong organizational skills and attention to detail; able to juggle and prioritize multiple tasks simultaneously

  • Proactive problem-solving ability; can quickly pivot and find alternative solutions to remove blockers

  • Comfortable working independently in a fast-paced, ambiguous environment with minimal guidance or supervision

  • Collaborative approach to work and willingness to support initiatives across the team

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $79,300/year in our lowest geographic market up to $169,500/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.